Centralizing Customer Care Makes a Difference for Facility Management Provider
Behind every large commercial property, whether it is a university campus or a shopping mall, are countless moving parts that have to work in harmony. Throw off one of those parts, and you can create major headaches for employees and customers.
When it established its Customer Care Center (CCC) in 2015, Stevie-winner Grosvenor Services tried to ensure that issues would not occur for any of its commercial clients. By centralizing its customer support function, the facility services firm has been able to reduce complaints and resolve issues as quickly as possible.
The Dublin, Ireland-based company, which provides a range of services, including cleaning, security, mechanical, and electrical, built the center to follow through on its customer-first ethos. Employees in the center review processes and systems to eliminate potential conflicts and address client needs in an effective, timely manner.
“Clients require so much more from their supplier partners, and we must continue to deliver beyond the services we provide at the front line,” says Marianne Lambert, a business unit manager who oversees the CCC.
The center is an extension of Grosvenor’s core values, summed up in the acronym “PROACT”—Pursuit of Excellence, Reliability, Openness, Accountability, Customer Focus, and Teamwork. It has proven to be a sound business decision, with the company subsequently winning a number of bids based on its commitment to customer service.
Customer Care Pays Dividends
The initiative has paid off in other ways too. The company became a finalist for multiple local awards and in February earned a Bronze Stevie® Award for Front-Line Customer Service Team of the Year in the 2018 Stevie Awards for Sales & Customer Service.
“When our CCC was initially formed, we began researching achievements and accreditations as a method of improvement and benchmarking,” says Lambert. “In doing so, I came across the Stevie Awards and immediately I felt this was extremely relevant and worth pursuing.”
The honor naturally brings a sense of considerable pride. “This is a huge personal achievement as the manager of the CCC,” Lambert says. “I really believe in what I do and this award acknowledges the work and commitment that has been invested so far.”
Founded in 1959, Grosvenor Services now serves clients throughout Ireland, the United Kingdom, and the United States of America, and employs more than 4,500 people. In addition to its core facility management services, the corporation has expanded to offer everything from reception and mailroom support to landscaping and pest control.
One constant throughout Grosvenor Services’ history is a focus on the needs of the customer. This family business has tried to distinguish itself from competitors by making clients feel like they are dealing with a much smaller organization.
The CCC has certainly helped them accomplish that goal, and now they have a Stevie Award to show for their efforts.
“This is a huge achievement and an honor for our business and our team especially,” says Lambert. “We have worked extremely hard to instill and embed our culture of customer focus and this award is an acknowledgement of all the hard work and dedication that has been committed to doing so.”